Reviews show a clear divide between in‑store and online experiences. Many customers praise individual store staff (examples include Basildon, Dover and Newport) for practical advice and problem solving. Conversely, there are frequent complaints about online stock accuracy, delivery procedures, refunds and some product faults. If you prioritise personalised help, visiting a store seems advisable; when buying online keep proof of purchase and monitor order and refund communications closely.
Examples from available reviews (Sep 2016 – Feb 2026).
Exceptional helpful salesperson encouraged extra purchases and excellent service.
“The BEST customer service, ever! What an amazing sales person (Basildon, Essex) Sharon is!”
Website showed stock but order cancelled without notification and refund delayed.
“Stock I ordered was out of stock, even though it showed as in stock for delivery online.”
Faulty nail primer caused lifting and company refused refund or follow-up.
“my nails lifted literally every couple of hours!”
Customer service proactively replaced faulty lamp and handled claim well.
“amazingly helpful Lynsey dealt with my replacement from start to finish.”
Stores frequently praised for helpful, knowledgeable staff; other reviews report refusals, unresolved returns and inconsistent order handling.
Multiple reviewers complain about perceived poor value, citing high prices or products that did not meet expectations.
In‑store visits are often praised for hands‑on help; online ordering and delivery receive repeated complaints about stock and process friction.
Several reports note faulty, expired or low‑performing items (tools, adhesives, courses); other customers describe products that worked as intended.
Customer support experiences vary widely: some reviewers praise helpful staff, while others report ignored emails, rude calls and closed complaints.
Overall impressions are split: many positive in‑store experiences contrast with frequent negative reports about online orders, delivery and aftercare.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · yelp.com (20) · Reviews (19) · resellerratings.com (15) · consumeraffairs.com (10) · Reviews (1) · Quotes shortened · As of: February 2026
Ma'Kalis and team provided unusually great customer care and recommendations.
“Big shout out to Ma'Kalis and her team for the great services”
Reviewer felt followed and treated rudely by staff in store.
“older lady literally was following me around from the moment.”
Package notifications and jingle brought the reviewer joy and smile.
“I just love ❤️ the ho ho spirit”
Reviewer charged $30 late fee despite paying bill on time.
“$30 late fee???”
Late fees and poor customer service from Comenity bank led to card cancellation.
“Don’t ever apply for a credit card through Sally Beauty.”
Store frequently lacks branded and generic permanent hair colours in stock.
“Sally’s corporation will not keep enough of their name brand like Generic permanent hair color in the stores.”
Perm product damaged hair and company sold professional product inconsistently.
“it ate my frickin hair”
Bought loud clippers and was refused a return despite defect.
“they don’t take back used clippers.”
Staff were helpful and assisted with everything needed.
“Girls were great and help with everything I needed .”
Poor customer service and an order never arrived.
“I never received my order”
I received my OPI The Celebration Collection Mini Infinite Shine Pack, 4 x 3.75ml and I'm very happy with it. It's perfect and I plan to order another one now that I'm done writing this review. I've been looking for a product like this for months and now that I found it, I'd recommend it to anyone needing a good quality product. It includes 3 different nail lacquers and an exclusive hard shell, glitter lacquer topper. Created with nourishing oils and shimmers, these glitter lacquer toppers give a high shine look that lasts. Each nail polish glitter with a bold color and comes in .4 oz mass. This nail polish can stay for longer hours without chipping or wearing off.
Company refused a gift card order and money was lost.
“Worst customer service ever! The company refused to make order for their gist cards, my money are wasted for nothing!”
Missing items from order with months of unanswered contact attempts.
“Missing four (fairly important) items”
Product allegedly caused hair loss and company won't refund.
“This product is no good, it made my hair fall out.”
Bradford store staff provided fab, helpful service and smiles.
“Fab service in Bradford lovely ladies”
Reviewer disappointed by an order and will not shop again.
“I should have read the reviews before making any order.”
Unwilling to provide cash refund despite valid unopened return.
“she couldn't give me cash back and had to put it on a debit card.”
Store #21 provides excellent, friendly, and accommodating customer service.
“They are the very best!!!!!!!”
Staff need improvement in attitude and product knowledge.
“Staff needs improvement in attitude and knowledge.”
Salesclerks gave incorrect advice and sold ineffective product for colour removal.
“She sold us ColorFix.”
Staff recommended incorrect developer, causing unintended hair colour change.
“I went from a brunette to light brown and pink!”
Reviewer calls staff rude and unprofessional and stops shopping there.
“Rude, unprofessional, and incompetent.”
Reviewer had review unpublished and experienced poor customer service with coupons.
“Guess only the positive stuff makes the cut.”
Employee Ade provided very helpful, courteous service and video assistance.
“she was extremely helpful, kind, courtesy, upbeat and all around great customer service.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Sally Beauty is a retail chain specialising in professional and consumer beauty supplies, selling hair colour, styling tools, nails, salon equipment and related consumables through high‑street stores and an online shop. It serves both trade and retail customers seeking products and advice for hair, nails and beauty treatments.